Job Title: Publishing Support Agent, Customer Service 

Fixed Term Contract – 3-6 months 

Location: London  (Hybrid Working) 
 
About Springer Nature Group 
 
Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities - enabling them to improve outcomes, make progress, and benefit the generations that follow. 
 
Job Description 

The main focus of this role is to provide customer support to authors who are part of a pilot project.   

For Journal and book authors, the Agent will answer questions received into Springer Nature's ticketing tool and provide qualitative and quantitative feedback to stakeholders at Springer Nature. 

They will support book commissioning editors with any questions or support requirements around the contract stage of the book publishing journey and provide qualitative and quantitative feedback. 

They will produce documentation for frequently asked questions, where none is available. 

The Publishing Support agent will be flexible and adaptable in order to work on a variety of tasks as required. 
 
Main Duties: 
 
Answer author and customer queries pertaining to the pilot project, within Springer Nature’s ticketing tool, and any other tasks as required, including: 

• Timely and professional response to author requests  

• Maintain support documentation  

• Create and interpret reports of volume and query types as required 

• Communicate updates to Springer Nature Customer Service (SNCS) Management teams and internal stakeholders 

• Keep SNCS teams and Straive up to date with any important information 

• Ensure timely completion of administrative tasks and take responsibility for consistent and compliant application of policy driven instructions 

• Work on continuous improvement projects in line with the strategic direction of the department 

• Work with Publishing, Editorial and Production teams to support authors and understand business needs 

• Any other supporting tasks as required 

Skills / Experience: 

Essential 

• Highly organised - e.g. able to schedule multiple priorities, stick to deadlines and manage time sufficiently 

• Detail oriented 

• Computer literate - understands common software (e.g. Microsoft Office suite) and gains new software skills quickly 

• Experience of providing high-quality customer service 

• Excellent communication skills (in English language) 

• Experience of identifying issues and using own initiative to suggest solutions 

• An interest in ethical processes and principles and a motivation towards best-practice excellence 

• Embraces change with a positive attitude 

• Comfortable working in a global team 

Desirable: 

• A background or interest in publishing, editorial experience would be an advantage 

• Understanding of AI and strong technical ability  

• Understanding of the Open Access landscape 

• Experience working with vendor teams 

• Experience working with Freshdesk 

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Springer Nature is a Disability Confident Committed Employer and we encourage applications from candidates with disabilities. If you consider yourself to have a disability or learning difficulty and wish to submit your application in an alternative format or would like to discuss reasonable adjustments during the application and interview process, please get in touch either by phone on +44 (0)207 014 4020 or by email SpringerNatureUKCareers@springernature.com so we can make any necessary arrangements. 
 
At Springer Nature we value the diversity of our teams. We recognize the many benefits of a diverse workforce with equitable opportunities for everyone. We strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles. 
 
Springer Nature was awarded Diversity Team of the Year at the 2022 British 
 
Diversity Awards. Find out more about our DEI work here 
 
https://group.springernature.com/gp/group/taking-responsibility/diversity-equityinclusion 
 
For more information about career opportunities in Springer Nature please visit https://careers.springernature.com